Description

Key Responsibilities

1. Product Strategy & Ownership

• Define and own the product vision, multi‑year roadmap, and strategic outcomes for assigned ServiceNow product areas.

• Translate enterprise and business priorities into clearly defined product outcomes, ensuring alignment with technology strategy, risk posture, and regulatory expectations.

• Make informed product decisions on capability usage, configuration vs. customization, and technical tradeoffs, balancing speed, sustainability, and platform health.

2. Strategic Service Architecture and Catalog Management

• Define and govern the service architecture within ServiceNow, ensuring services are clearly defined, structured through consistent taxonomies, and mapped to capabilities and existing workflows

• Ensure service and catalog design aligns with CMDB integrity, data quality, reporting needs, and downstream integrations.

• Drive simplification and rationalization of services to reduce duplication and complexity

3. Enterprise Stakeholder Leadership

• Act as the primary product authority for business leaders, and technology partners

• Lead structured discovery and prioritization discussions focused on ServiceNow usage beyond request‑based demand fulfilment

• Manage stakeholder expectations through transparent communication, product roadmaps, and value‑based prioritization.

4. ServiceNow Capability Enablement

• Maintain a deep, working understanding of ServiceNow platform features, including workflows, data models, CMDB concepts, integrations, reporting, and user experience patterns.

• Work with Architecture, Infrastructure, Asset Management teams to define and implement Resiliency boundaries in CMDB.

• Define CMDB governance to improve data quality and communication.

• Guide engineering and delivery teams to maximize out‑of‑the‑box capabilities and enforce standard usage patterns across the platform.

• Ensure solutions adhere to enterprise principles for platform stability, upgrade readiness, performance, and data integrity.

5. Backlog, Intake & Prioritization

• Own the end‑to‑end product backlog, intake process, and prioritization model across assigned domains.

• Ensure all work delivery meets product readiness criteria, including clear problem statements, acceptance criteria, dependencies, and success measures.

• Balance new demand with platform sustainability, technical debt reduction, and operational improvements.

6. Measurement & Value Realization

• Define and track product‑level KPIs such as adoption, cycle time, data quality, user satisfaction, and operational efficiency.

• Regularly review performance metrics to identify opportunities for simplification, standardization, and improved value realization.

Required Qualifications

• 10+ years of hands‑on experience working with ServiceNow in a senior product, functional lead, or platform ownership capacity.

• Demonstrated experience managing enterprise‑scale platforms with multiple stakeholder groups and competing priorities.

• Strong understanding of ServiceNow usage to deliver outcomes, including:

o Workflow orchestration, forms, data models, CMDB, and integrations

o Core modules such as ITSM, ITOM, ITAM, HRSD, CSM, or GRC

o Reporting, dashboards, and data quality considerations

• Strong product mindset with the ability to frame problems, define outcomes, and prioritize based on value and risk.

• Excellent communication skills, with the ability to articulate complex concepts in clear, executive‑ready language

Key Skills

Education

Any Gradute